Co-operative Energy reviews: Give your feedback

City_Girl_3

I have had a bit of a horror story experience with Co-Op since I joined them on 29 January 2015 and I'm desperately trying to leave them but they won't let me.

I moved into a house supplied by Co-Op. I informed them on day 1 that I had moved and supplied them with opening meter readings via their Moving home team. They confirmed they had opened an account via email and then I heard nothing again. In March I received a letter addressed to ‘The Occupier’ stating that they had no account holder on file and we should get in contact and so I got in touch. I was told there were some IT issues with a new system they had implemented but I would receive something in the post soon.

I still heard nothing and so I registered for their online site (with much difficulty as it would not recognise my account details - customer service didn't reply so I had to get Moving home team to help) so that I could supply an updated meter reading and get a bill. Having heard nothing again, I checked again a few weeks later and saw that I owed more than double what I expected I would owe based on past energy consumption and this being a slightly larger house. However there were no bills so I could not validate that this figure was correct.

since that time I have been regularly trying to get bills sent to me, and providing regular meter readings. The amount I owe keeps inflating to astronomical sums (The last figure I received - without a bill of course - was £1200 for 5 months' gas and electric usage!!!!!) and still no bill has been posted or emailed to me, in spite of numerous requests.

About a month ago I decided to leave Co-op - I simply don't have the time for all this chasing and I am worried that I am racking up a huge bill without any opportunity to figure out why the consumption is so high. However Co-op is blocking me from leaving because I owe them money, even though they have not issued me with a single bill. I've asked them to supply me with a bill and I will pay in full, but still nothing.

I finally managed to speak to one of their managers this week. He apologised saying it was down to their new IT system. He couldn't tell me when I would get a bill but they were 'working on it'. I insisted on regular updates and based on his offer of a weekly update I don't expect this will be sorted anytime soon. He confirmed they wouldn't allow me to leave until I had paid what I owe, but he equally couldn't confirm what I owe because they've cancelled my 'bills' (which I have not received!) in recognition that there is a system problem. After some persistence, he said if my account was ‘more up to date’ then they ‘might consider’ letting me go.

I'm feeling rather stuck at the moment, and I wish I had arranged for British Gas to follow us to our new home. their prices were not the cheapest but the customer service I received was fine - in fact I never had to speak with anyone there, just did everything online via their website/app.

ARGHHHHHH!!!!

Cardew

City_Girl wrote: »

I'm feeling rather stuck at the moment, and I wish I had arranged for British Gas to follow us to our new home.

If it is any consolation it simply would not have been possible to get BG to follow you to your new home.


When you move into a new property you are automatically on a legally binding 'Deemed Contract' with the company supplying the property - in your case the Co-Op. You can then instigate switching procedure to the company of your choice.


In your situation you should WRITE(not phone) to Co-Op headed 'Complaint' and then take the matter to the Ombudsman.

modsandmockers

City_Girl wrote: »

The amount I owe keeps inflating to astronomical sums (The last figure I received - without a bill of course - was £1200 for 5 months' gas and electric usage!!!!!) and still no bill has been posted or emailed to me, in spite of numerous requests - I simply don't have the time for all this chasing and I am worried that I am racking up a huge bill without any opportunity to figure out why the consumption is so high

The good news. if I read your story correctly, is that, so far, you have paid no money to Co-op Energy. So the ball is in your court - just keep a history of your energy consumption/meter readings, do your own calculations about the actual cost, and put the money aside in a dedicated savings account until Co-op finally sends you a bill. If they take a direct debit payment, then phone your bank and recall it (unless you are satisfied that the payment was due, and properly calculated) and if they send you a bill, then check its accuracy extremely carefully.

Above all, don't allow yourself to get into a situation where you are owed money by Co-op Energy. Good Luck!

smudgy13

I left Co-Operative Energy on the 13th March and have been unable to obtain a final bill and the refund of money in credit ,despite numerous emails, phone calls and even using the services of OFGEM this shambolic Company has ignored all requests to resolve this issue.It is an absolute disgrace to the Industry and the worse Utility Company I have ever come across , I now have no option but to use legal action to resolve the matter.

boobbby

smudgy13 wrote: »

I left Co-Operative Energy on the 13th March and have been unable to obtain a final bill and the refund of money in credit ,despite numerous emails, phone calls and even using the services of OFGEM this shambolic Company has ignored all requests to resolve this issue.It is an absolute disgrace to the Industry and the worse Utility Company I have ever come across , I now have no option but to use legal action to resolve the matter.

I agree about the shambolic remarks . What I find is strange is that on the 13th March the Co op energy was the cheapest for energy so why would you change unless you believed the false estimates by comparison sites.

dianneC

Joined this outfit in February this year. Switch went fine, but although I've sent meter readings in at the end of each month, all that shows up is that I'm in credit for £360, the payments I've made by d/debit. Previously with N Power, they had fab website, could compare usage monthly/yearly, knew exactly where I was. I could work out what I've used, but shouldn't have to. I've tried phoning, gave up after 15 mins/emailed asking for bill, nothing. At least I'm paying less than previously, so far. Very frustrating!

lgbrooks2

Switched to Co Operative Energy back in March as I was advised by MSE I could save over £330. Worst thing I ever did.
Despite lots of phone calls & emails they still aren't taking my Direct Debits. Each time you phone customer services you hold on for 50 minutes. They don't respond to the MSE email address. Wish I had never changed. I had been with Southern Electric for over 20 years, never had a problem, but thought a saving of this amount I had to move . Absolutely diabolical. I've just phoned them & been told they can't get back to me for 4 to 6 weeks!!!!

modsandmockers

lgbrooks2 wrote: »

Switched to Co Operative Energy back in March as I was advised by MSE I could save over £330. Worst thing I ever did.
Despite lots of phone calls & emails they still aren't taking my Direct Debits. Each time you phone customer services you hold on for 50 minutes. They don't respond to the MSE email address. Wish I had never changed. I had been with Southern Electric for over 20 years, never had a problem, but thought a saving of this amount I had to move . Absolutely diabolical. I've just phoned them & been told they can't get back to me for 4 to 6 weeks!!!!

If your only problem is that you have been unable to persuade Co-op Energy to take your money, then count yourself lucky. Put the money aside and wait for the day of reckoning. It's just a pity that you won't be able to earn a decent rate of interest for yourself.

swanny65

My switch like others on here is a similar tale of woe. After 5 months now on standard rate electric only with Scottish Power. Havent paid for gas for about 6 weeks.

Got a letter from Coop today, dated 19/06/2015, asking for meter reads within 2 days. Clearly the letter is predated as in the past 2 emails i have not been asked for any meter reads.

I can deal with a certain amount of incompetence but issuing predated letters that are clearly implying others (Royal Mail) are to blame for the delay is disgraceful.

I am sorely tempted to call Scottish Power and go back to them as they called me last week to say they had a cheaper tariff....

elsien

swanny65 wrote: »

Got a letter from Coop today, dated 19/06/2015, asking for meter reads within 2 days. Clearly the letter is predated as in the past 2 emails i have not been asked for any meter reads.

I had similar. I had had a letter from EDF telling me I'd already left them a couple of weeks before this, despite not having given anyone any meter readings. EDF and co-op had agreed estimated readings between them and left me out of the whole process. EDF said if I disagreed with these they would put a dispute in for me, however since then they have been ignoring me and my attempts to follow up with this as I am no longer a customer. After a 40 minute wait I finally got through to co-op energy on the phone, who told me the letter was a mistake and shouldn't have been sent. Apparently they had been communicating with me via emails which I'd never received. I gave them my current meter readings and they ran some backdated calculations which seemed to show the meter readings they'd agreed with EDF were reasonably accurate so I agreed to stick with those.
While on the phone, they also set up the online account etc. Very helpful when I finally got hold of them but shambolic on information front - then again EDF didn't cover themselves in glory over the switch either.